Tchibo Order Process

Getting a quote

In order for our team to provide you with the most accurate quote, we need the following information (to begin with) to give us the most precise picture of your requirements:

– Your current coffee offering

– Average number of customers per day

– Average numbers of coffees sold per day

– Your location in terms of footfall (are you near a train station, for example)

This will enable us to recommend the perfect machine for you. When you order, we will deliver and install your machine for free and provide comprehensive training support.

The installation process

Your Key Account Manager, who will be assigned to you when you confirm your order, will provide your date of installation on a day which is convenient for you. From there, the process usually runs as follows:

2-3 days prior to the installation date, you will receive your machine and any other products included in the order

24 hours prior to the installation date, our Technical Support team will deliver a pre-installation courtesy call to ensure you are ready for the installation

On the agreed installation date, our Field Service Engineer will generally arrive at your location between 8am and 9am as a priority appointment to get you up and running as quickly as possible

The length of the process depends on the model being installed, as well as the number of machines which need to be installed – however, as a rough guide, most appointments run between one and three hours.

After installation

If you encounter any problems with your machine, we will do everything possible to get to you within eight working hours so we can diagnose and fix the problem at the earliest opportunity. This will ensure a minimal amount of disruption to your business.

Our Head Office support teams are available from Monday to Friday between 8am and 5pm with Technical Support additionally on hand on Saturdays between 9am and 4pm. Your Key Account Manager will also check in with you on a monthly basis to ensure your stock requirements are met, and your machine is working as expected. If you encounter any problems, you can contact them directly during the times specified above.